TR Solutions Analyst - (P-162)

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at .

1. Case Management
   Receive, assign, update, classify, process cases (e.g. benefits administration).
   Resolve cases with focus on integrity, completeness, timeliness, and accuracy of resolution to ensure high level of customer satisfaction. Responsibility for delivering upon agreed metrics (i.e. Average Lead Time, SLA, PRR, NPS). Proactively monitor the cases to be able to resolve if any action or critical issue is needed (time; quality). Assist and encourage users/customers to make effective use of self-service options, systems, products, service, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of HR services available to them. Ensure policy and legal compliance. Identify case challenges and opportunities.
2. Benefits Administration
   Ensure smooth delivery of TR services specific to benefits administration (i.e. Company-provided and statutory benefits). Ensure vendors are delivering employee benefits and benefits administration services according to agreement. E2E Management of benefits administration portal (FYB) which includes but not limited to ensuring accuracy of all contents and processes, audit of claims outcomes, identifying improvement opportunities, updating processes. Conduct regular audit of TR cases and processes. Ensure all TR documents are up to date e.g. ASPAC Benefits Matrix, market specific inventory, benefits forms, FYB Manuscript, etc. Maintain accurate data and provide information to supervisor/manager for TR surveys, analysis, programs with insights as per business needs. Implementation/communication of new or change in benefits policies/programs/processes. Identify opportunities for growth on daily operational processes and implementation. Provide positively to a knowledge sharing environment by documenting and sharing of all relevant working experiences with issues resolution for knowledge database future reference. Participate on TR cadence, provide insight and identify challenges/risks or market nuances.
3. Vendor Management
   Work closely with vendors on the efficient and effective delivery of benefits and/or benefits administration services. Ensure vendors’ alignment to agreed performance metrics. Coordinate and ensure vendor compliance to Business Partner Risk Assessment (BPRA) and other Company requirements. Provide feedback and recommendation on areas for improvement related to vendor service delivery.
4. Projects/Programs/Process Improvements/Other Tasks
   Identify opportunities for program/process improvement. Participate in the development and implementation of various functional or cross-functional projects. Perform specific Compensation-related tasks as vital. Perform other tasks as may be assigned.

1. Ability to perform administrative activities.
2. Demonstrates customer orientation and customer service skills.
3. Ability to accurately collect information in order to understand and assess the clients’ needs and situation.
4. Strong organization skills, attention to detail and follow through to resolve any outstanding issues.
5. Sense of initiative and ability to prioritize workload and provide timely follow-up and resolution.
6. Strong analytical skills and attention to details.
7. Strong written and verbal communication skills; handles internal communications and external/client communications with detailed support and assistance in a concise and professional manner.
8. Discretion, professionalism, confidentiality and judgment.
9. Technology Savvy; Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, email, fax, Internet Explorer).
10. Ability to work effectively in a fast-paced, self-directed team-based environment.
11. Enthusiastic team player with a strong aim to create a positive work environment.
12. Continuous learning mindset - always curious, learn from mistakes, be open minded and willing to learn with others and willing to share knowledge.
13. Excellent work ethics – be reliable, meet deadlines, deliver the results, be open to receive feedback.

1. Basic understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations) or Payroll.
2. Knowledge of labor laws.
3. Experience with case & knowledge management tools (ideally SFDC).
4. Experience in Workday/FYB.
5. Languages skills: English (oral and written) + one local language.